Partner Support Engineer

We're looking for a Partner Support Engineer to join our Solutions Engineering function and own strategic, white-glove issue resolution for Atomic's growing partner base. You'll report to the Head of Solutions Engineering and serve as the front line for complex technical inbound requests from partners, triaging production issues, debugging integrations, and delivering responses within service-level agreements. Atomic is a remote-first company; candidates based in the US are preferred, with New York metro or San Francisco Bay Area a plus.

Responsibilities

Own complex technical inbound partner requests on production issues, performing root-cause analysis and delivering responses within SLA; Triage incoming issues to determine whether a problem is a partner configuration error, a documentation gap, or a genuine platform defect requiring an engineering ticket; Step in to help non-technical internal teams (Partnerships, Customer Support) resolve operational and integration-related issues that require technical depth; Read and debug API traffic, webhooks, and integration behavior to diagnose partner issues without escalating by default; Provide precise, written technical explanations to partner engineering teams under time pressure; Identify recurring integration patterns and common failure modes, feeding insights back to Engineering and Documentation teams; Manage an increasing volume of partner support requests as Atomic's partner base grows from dozens to hundreds; Maintain and improve internal tooling, runbooks, and documentation to enable faster resolution and reduce repeat issues; Collaborate with the Partnerships team to ensure a seamless post-launch support experience for newly onboarded partners; Partner with Engineering to escalate genuine platform defects with clear reproduction steps and business context; Work with Customer Support to align on resolution workflows for end-user issues that trace back to partner integrations; Contribute to the development of self-service resources and partner-facing documentation

Requirements

3–5 years of experience in a solutions engineering, technical support engineering, or partner/customer support engineering role; Experience owning inbound technical requests against a service-level agreement in a B2B or platform context; Proven ability to read and debug API traffic, webhooks, and integration behavior without escalating by default; Experience building and replaying requests with curl or Postman, and reading raw HTTP requests and responses (headers, status codes, JSON payloads); Hands-on experience with RESTful APIs, JSON payloads, HTTP status codes, and common integration patterns; Webhook debugging: delivery and retries, signature verification, and diagnosing missed, late or duplicate events; Working knowledge of API authentication, including API keys and HMAC request signing, and of idempotency keys and retry behavior; SQL: write your own queries (joins, filters, aggregates) against PostgreSQL to trace records; Scripting in Python (or similar) to reproduce issues, automate checks and build internal tools; Log and trace search in Datadog (or Splunk or similar), following a single request across services by trace ID; Able to read backend source code, ideally Go, to confirm how the platform actually behaves; Comfortable with Git/GitHub for reading code, history and pull requests; Clear, precise technical writing for partner engineering teams under time pressure, plus the judgment to tell a partner configuration error from a documentation gap from a real platform defect; Ability to work independently, prioritize across multiple concurrent issues, and manage SLA timelines; Strong communication skills for collaborating with both technical and non-technical stakeholders

Nice to have

Prior experience at a B2B API platform or financial infrastructure company; Experience writing partner-facing documentation, integration guides or runbooks; Temporal (reading workflow history), gRPC/Protocol Buffers, Retool; Money movement and brokerage: ACH, wire/Fedwire, ACATS, custody, and KYC/KYB and transaction monitoring; Plaid or other bank-linking integrations; Svix or similar webhook infrastructure; Incident and ticketing tools: PagerDuty, Jira / Jira Service Management, Confluence